Bad recent Customer service experiences and my Great Experience with MyVpro

[Gia0023]

FYI- I am not employeed by any vape company nor am I receiving any compensation for sharing my experiences.

If this is in the wrong forum, I apologize Mods. I am new to posting and read the rules and I don’t think I’m violating any.

I am not saying MyVpro is the best site to purchase vape gear but, I had a great customer service experience I wanted to share due to my recent and multiple horrorible experiences with other vendors. I have been getting burned lately. It seems since about Jan or Fen of this year things have gotten crazy with buying gear.

I ordered a Mod from MyVpro and it was not in the best shape. It was authentic and sealed but the quality of the device was poor even though I read many reviews on it. I used it, it tore up batteries, the housing got super hot, fire button was sticking. It was obviously a quality control issue or the reviews I read were not to be trusted.

They offered to do a warranty exchange but, I was not comfortable with the unit to have it replaced. Too many things wrong with it, I didn’t want to get another bad one from a bad batch. So they offered me a store credit if I returned it on my dime. They answered emails quick and were very helpful.

I decided to write this because I recently bought a bottle of major name brand juice from a top site and it was Nic salt 3mg. It smelled and tasted like pepper.! Let it steep for a week, no change. Emailed site I bought it from telling them that something is wrong. It may be a bad batch or mislabel aa lower Nic then it really was since it was harsh. Bottle was made 2 months b4 I purchased- date was on bottle. They said “ no returns or exchanges on juice”. I offered to ship back too. They said contact manufacturer. I did... they ignored emails- sent multiple until I sent s nasty one which they replied.. I’m paraphrasing....company policy is to ignore emails that seem to be from people looking for free juice. Or some other wording like that. I explained that I bought many of their products with no issue. It’s a bad batch. Didn’t care and stopped returning emails. So I wasted $24.99 + shipping.

I have experienced other poor service lately and it’s from sites that were great for so long. I don’t get it. Is the vape industry getting too saturated and profits are getting lower so service is first to go? I’m curious if it’s just me or others as well. And no names unless the board allows. I believe not. So just like a poll. Has anyone experienced a dip in customer service quality all around.

It’s nice to find a company who cares about their customer like MyVpro.

I have also had other great experiences with other companies but, this is the most recent and blew me away.

Who has noticed customer service levels dropping in 2018? No names, just like I said above-like a poll- Yes or no, and serious issues. Not packages being delivered a day or 2 late. Once it’s shipped it’s not the companies fault if it’s delayed as long as they addressed it right. And mistakes do happen. So, I’m talking real serious cases of despicible levels of poor service. Because I’m gerring frustrated and am curious if I just have bad luck.

 

[Eskie]

The places I order from have been solid on their CS. There will always be variables and problems can occur for an individual customer that might lie outside the norm, but the well known for service places don't seem any different.

 

[stols001]

I haven't noticed huge differences in service, but I've been buying less stuff lately. There are also some "known offenders," on my list. I'm happy you felt you had a good experience, but for me sending back a defective item for a refund on your "own dime" is probably not the experience I'd be looking for, to be honest. If a vendor needs a defective item to return to the factory so they can recoup their cost, they should be the ones paying for the privilege, and whether you get an exchange or a refund, it doesn't really matter so much.

With that said, I guess there are times when such an arrangement works, etc. IDK, though, I'd rather pay a bit more for a vendor I know is rock solid and etc., but it took a few unfortunate experiences for me to get to that point, etc.

I also support vendors whose customer service I believe in. I ALWAYS use IMRbatteries.com, even if I can find the battery cheaper someplace else, because they helped me out when I was new, and I believe in supporting good business, not bad business. I'm not saying I think other vendors are bad, either, I just support vendors I want to see around. Etc.

Anna

 

[Asbestos4004]

I buy all my stuff from @Eskie . Customer service has always been a little sketchy but the prices are decent.

 

[Eskie]

I buy all my stuff from @Eskie . Customer service has always been a little sketchy but the prices are decent.

Hey, I always return calls within 5 business days. Well, my definition of business days, so granted it could be a bit irregular.

But you gotta admit the drone delivery service is fast and pretty cool. Of course I can't control if there are thunderstorms or something, in which case the drone is on its own.

If the drone does make it, please wait until the lightning and thunder have ended before attempting to retrieve your package. Safety first!

 

[chellie]

FYI- I am not employeed by any vape company nor am I receiving any compensation for sharing my experiences.

If this is in the wrong forum, I apologize Mods. I am new to posting and read the rules and I don’t think I’m violating any.

I am not saying MyVpro is the best site to purchase vape gear but, I had a great customer service experience I wanted to share due to my recent and multiple horrorible experiences with other vendors. I have been getting burned lately. It seems since about Jan or Fen of this year things have gotten crazy with buying gear.

I ordered a Mod from MyVpro and it was not in the best shape. It was authentic and sealed but the quality of the device was poor even though I read many reviews on it. I used it, it tore up batteries, the housing got super hot, fire button was sticking. It was obviously a quality control issue or the reviews I read were not to be trusted.

They offered to do a warranty exchange but, I was not comfortable with the unit to have it replaced. Too many things wrong with it, I didn’t want to get another bad one from a bad batch. So they offered me a store credit if I returned it on my dime. They answered emails quick and were very helpful.

I decided to write this because I recently bought a bottle of major name brand juice from a top site and it was Nic salt 3mg. It smelled and tasted like pepper.! Let it steep for a week, no change. Emailed site I bought it from telling them that something is wrong. It may be a bad batch or mislabel aa lower Nic then it really was since it was harsh. Bottle was made 2 months b4 I purchased- date was on bottle. They said “ no returns or exchanges on juice”. I offered to ship back too. They said contact manufacturer. I did... they ignored emails- sent multiple until I sent s nasty one which they replied.. I’m paraphrasing....company policy is to ignore emails that seem to be from people looking for free juice. Or some other wording like that. I explained that I bought many of their products with no issue. It’s a bad batch. Didn’t care and stopped returning emails. So I wasted $24.99 + shipping.

I have experienced other poor service lately and it’s from sites that were great for so long. I don’t get it. Is the vape industry getting too saturated and profits are getting lower so service is first to go? I’m curious if it’s just me or others as well. And no names unless the board allows. I believe not. So just like a poll. Has anyone experienced a dip in customer service quality all around.

It’s nice to find a company who cares about their customer like MyVpro.

I have also had other great experiences with other companies but, this is the most recent and blew me away.

Who has noticed customer service levels dropping in 2018? No names, just like I said above-like a poll- Yes or no, and serious issues. Not packages being delivered a day or 2 late. Once it’s shipped it’s not the companies fault if it’s delayed as long as they addressed it right. And mistakes do happen. So, I’m talking real serious cases of despicible levels of poor service. Because I’m gerring frustrated and am curious if I just have bad luck.

I have overall noticed a steep decline in customer service in general. I had ordered from MFS and received a mod that looked like it was used. They did not answer emails and I wasted $50+ and will never order from them again. In contrast, I had ordered something from Gorilla vapes. They were out of what I ordered -- an RTA. They called me-- yes called me-- and emailed me --and offered me a much better tank for the same price. So there are still some great companies out there.

The tone of our country now is a lot of whiners --my opinion. When I work I know that I may have to put up with some things I do not like from time to time especially in the service industry. That is what I get paid for. Nowadays, I've seen employees freak out and say that they are not taking it because the customer disrespected them. I've seen employees scream at customers and it still shocks me. Of course, there is a line that should not be crossed but the times have changed and service, in my opinion, is not a top priority. The priority seems to be to coddle those that whine the loudest. Sounds cynical I know but I really think it's true.

I will check out MyVPro.

 

[tailland]

Since I only started out 2.5months ago, my experience is very limited.

However, I placed non-small-stuff orders with 5 companies now (1 german, 1 british, 3 chinese), and their customer service was, so far, very good, and in 2 cases, exceptional. I'm somewhat anxious when diving into a new thing, like vaping, but until now my experiences have been overwhelmingly positive.

 

[masrock]

I am not saying MyVpro is the best site to purchase vape gear but

I won in their giveaway month ago. They say - i have to pay taxes on their site, i paid... and... no responce, no prize, no tracking number!

 

[Lufty]

I adore myVpro, theyve been very good to me over many orders. Always respond fadt, always super helpful and nice. One time they drew me a funny picture of mario in his older years [: I love em. About to place an order with them.

 

[Lufty]

I won in their giveaway month ago. They say - i have to pay taxes on their site, i paid... and... no responce, no prize, no tracking number!

Have you tried emailing them about it? if they didnt respond Id send another, Ive had support emails that werent responded 1 time by them. I think they just got swallowed up in the list.

 

[rosesense]

Mine have all been positive lately. I have to give kudos to Vapewild. I had an order of over 500ml and it was mislabeled. They responded quickly and sent me a complete, new order immediately. They also added 120ml for free. They never asked me to pay shipping or send anything back. Mistakes do sometimes happen, it is how cs handles them that makes the difference.

 

[Gia0023]

Did you try calling them? Why post negative things if you didn’t use the phone? People are too reliant on texts and emails. They don’t know how to make a phone call. I spoke to them about their business and they are committed to being a top vendor. Since we spoke about SEO and marketing they had there marketing company come up with great things like the give away. I can’t see them ruining their rep for a cheap (not cheap quality but cost compared to losing rep) giveaway. And taxes I mean it should have been in the terms of giveaway but your talking a few bucks right? I can’t comment on that really since I didn’t go in on the giveaway. Don’t know the terms.

But call them! Send a 2nd email. Because they do return in about 24 hours

 

[Gia0023]

I haven't noticed huge differences in service, but I've been buying less stuff lately. There are also some "known offenders," on my list. I'm happy you felt you had a good experience, but for me sending back a defective item for a refund on your "own dime" is probably not the experience I'd be looking for, to be honest. If a vendor needs a defective item to return to the factory so they can recoup their cost, they should be the ones paying for the privilege, and whether you get an exchange or a refund, it doesn't really matter so much.

With that said, I guess there are times when such an arrangement works, etc. IDK, though, I'd rather pay a bit more for a vendor I know is rock solid and etc., but it took a few unfortunate experiences for me to get to that point, etc.

I also support vendors whose customer service I believe in. I ALWAYS use IMRbatteries.com, even if I can find the battery cheaper someplace else, because they helped me out when I was new, and I believe in supporting good business, not bad business. I'm not saying I think other vendors are bad, either, I just support vendors I want to see around. Etc.

Anna

The item was not defective, it worked it was just a bad batch. I could have called the maker but Myvpro took back the product and it did work and was not a used item. Many vendors don’t take back products you don’t like and if they do they don’t pay shipping.

They has no reason to give me free shipping back. They did their part. Electronics have different warranties then other goods. I was in the business for 10 years. Owned my own online company. Electronics under $100 have different policies then $1000 units. I was very happy with them

 

[smoked25years]

Companies offer a substitute when an item is out of stock because they want to keep your money. They are helping themselves. If they just gave you the money back, there's a chance that you'd spend that money elsewhere instead. I'm happy to hear that it worked out well for a few folks, but in my experience it only wasted more of my time. Rather than a quick refund, I needed to respond to several emails or intrusive phone calls as they keep pushing more stuff that is of no interest to me.

As one example... I emailed to double check that something was in stock because it is hard to find. Stock was confirmed and then 5 days (5 days!!) after I ordered, I get an email saying it's not in stock! They obviously never checked actual inventory.

Nothing that they offered in exchange was of any interest to me and all of it was readily available for half the price that I paid.

I had a similar experience with a manufacturer during a request for warranty replacement. The manufacturer offered me a coupon to their store in place of a replacement. I'm not going to spend more money on their products when I already paid for one that doesn't work. Also, everything in their store is at MSRP which is twice the price of most dealers.

Those are just 2 examples and I consider them somewhat minor. I could give worse examples... especially from the early days of Ebay when it was like the wild West!

I've also had a lot of GOOD experiences with a lot of other vape companies! I like to think that the good outweighs the bad. And they'll continue to get my business.

 

[Gia0023]

If a store offers a credit for opened items or any item then it must be listed in their return policy. I too have checked stock with 1 of the largest Vape Companies (it’s like blowing in the wind- hint) and they said it was in stock for 8 days then it wasn’t. They wanted to return my $ and I can rebuy the item in different color. Makes no sense- couldn’t just send a different color. Problem- it’s now out of stock. Fighting for days to get a refund since they sent a totally different item and wanted to charge me for their error about $40. It took multiple emails for 4-5 days and me offering to go to their warehouse which is very close to me. Their phone # doesn’t work. Left me on hold for 53 min- put it on speaker and did some work. I got refunded after fighting for the correct amount. About a week later it was magically in stock again.

I had the rep email me he got confirmation it’s in stock from warehouse. I told him after they shipped wrong item can you please physically check yourself. He stopped responding to me. Really crappy service. This is a few under $20 items. Mods and higher priced products if they don’t have a system to track stick and sales in real time- hence drop shippers who’s “company” is a laptop and phone don’t have this ability. And you know these guys who don’t actually have a business when business phone is a cell phone. You can tell when they don’t put a custom message in V/M.

I now decided to stick with bigger companies or smaller ones who showed me great customer service. But, things can change quickly and I do a quick google check b4 I buy anything over $100 on the vendor.

 

[masrock]

6.09
Egor,
Hello! I hope you’re doing well today! I wanted to reach out and thank you for entering our Giveaway with Vaping360! You have been selected as a winner of 1x Vandy Vape Simple EX Kit, congratulations! In order to process your winnings, we do need to verify your age, per FDA requirements. This will be a small $2.00 charge. You can find this selection here:
https://myvpro.com/age-verification...f-you-did-not-win-a-giveaway/#product-reviews
Once we have your order, we will process it as any other order. You will receive a tracking number and notification of shipment via email. Please let me know if you have any questions or concerns that I may assist you with. I hope you have a wonderful day and again, congratulations on winning!
-
16.09 (me)
Order #60074
-
18.09
Very sorry for the delay, I have been having some technical issues with my email account not sending / receiving emails for the past few days. I am going to go ahead and send out your prize. We will contact you shortly with a tracking number for your Simple EX Winnings! Please let me know if you have any questions or concerns.

Best Regards,
Joshua Stephenson
Manager
Myvpro.com
-
21.9 (me)
Hello) What about the tracking number?
-
29.9 (me)
Hello) Did you allready send me my prize?
-
14.10 (me)
Hello) Did you allready send me my prize?
-
15.10 (me)
Hello, do you have a track number?
No responce, no prize, no tracking number!

 

[BrotherBob]

It’s nice to find a company who cares about their customer like MyVpro.

Just paid $13 to zennioptical.com for a new frame that was suppose to fit the lens and replace my broken frame (original purchase a couple of years ago). The frame they sent me was too large for the lens's. Not only did they apologize, they also emailed me a free USPS barcode label to ship back the oversized frames.
Would of been nice of MyVpro had paid your mailing costs.

but for me sending back a defective item for a refund on your "own dime" is probably not the experience I'd be looking for,

<--------------------------AMEN

Perhaps if more folks take the time to post their good and bad experiences from vendors, we the consumers might get a break.
Looks like Zenni has learned:
Ripoff Report | ZENNI Optical Complaint Review San Rafael, California

 

[Swoop03]

I havent had any customer service issues lately, I had a broken bottle from zamplebox come. I emailed them with an attached picture and they sent out a replacement double wrapped this time with a fragile warning on it. Other than that I seem to be lucky and haven't gotten any bum mods or broken gear. Now with other companies in different trades, yes I have definitely noticed a sharp decline in customer service. Dont get me started on whiners either. My fiance was telling me the new guy they hired at the retail store she works in, was .....ing because he had to work a whopping 2 HALF days that's 4 hours with 2 days in between for resting. I do 6 10hr days a week in a machine shop and most of the time more just so I dont have to finish a job in the morning. I like to start fresh. 2 half days...come on now. It wasnt about the lack of hours either, he was upset because it was too much.

 

[Beamslider]

I am going to say that if you are looking for customer service I had a great experience with this one.

Rocky Mountain Vapor, The Mountain top of Electronic Cigarettes

Some time ago I ordered an item from them on sale for a great price. Turned out to be out of stock. The shop owner called me the next day to tell it was out of stock but he would be happy to send me another item if that was acceptable or refund if preferred. I got a much more expensive item sent to me for no additional cost.

I have purchased from them since on several occasions.

 

[masrock]

Have my tracking number today